SUMMARY

18:43 UTC | 11:43 PT Our team has confirmed that access issues for POD3 customers have now been resolved.

18:26 UTC | 11:26 PT We are seeing improvements in stability with Pod 3 access issues. We are monitoring the situation closely and will update soon.

17:57 UTC | 10:57 PT We are currently experiencing green screens and service availability issues in P3. We are investigating the issue and will update shortly.

POST-MORTEM

During this incident, affected customers on Pod 3 experienced green screens and service unavailability in Support, Help Center, and Talk. This incident started when a hypervisor in Pod 3 failed, resulting in the failure of several virtual hosts. Subsequently, various services that were hosted on those virtual hosts began to fail, leading to service unavailability on Support, Help Center, and Talk. To address the issue, our Operations team recovered the failed hypervisor and performed restarts on all of the failed virtual hosts. To prevent this sort of issue from recurring, we have upgraded the BIOS on the affected hypervisor, and will continue to perform upgrades as needed to prevent failures.

FOR MORE INFORMATION

For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.